Answer customers' support tickets on time
Customer requests from your portal, your support email and phone calls become numbered tickets with a priority and service times in your working hours. The Inbox shows what is due and overdue, and customers say whether it was solved.
In EaseDesk: Inbox, and Settings → Organisation → Support. Log in or start a free trial.
Steps
- 1 Open Settings, Organisation, Support. Set your working days and hours, and the first reply and resolution times for each priority. Add your categories and the replies you write often.
- 2 Click Make an address to get your support email address. Forward your own support mailbox to it, or give it to customers. Each new email becomes a ticket; a reply to a ticket's email joins that ticket.
- 3 When a customer phones, open the Inbox and click New ticket. Requests from your customer portal are tickets already, and any website chat can be made one with Make it a ticket.
- 4 Answer from the Inbox. Set the ticket to Waiting on the customer while you wait for them, which pauses its clock, and to Resolved when it is done.
- 5 The customer is emailed when it is resolved and asked on the portal whether it was solved. No opens it again; Yes closes it.
- 6 The Tickets report shows first reply and resolution times, breaches and satisfaction by person and by category.
A customer who has to ask twice is a customer you may lose. Tickets give every request a number, an owner and a time it is due, so nothing waits unseen.
Support email works once your lead and support addresses are switched on for your organisation; until then Settings → Support says available soon.
Questions
Does an AI assistant tell customers their ticket is solved?
Only when it is allowed to send messages. Changing a ticket's status through a Prepare connection emails nobody; resolving it with an email to the customer is a separate step at the Send level.
How are service times counted?
In your working hours only, Monday to Saturday 09:30 to 18:30 unless you change it. A ticket that arrives at night starts counting when you open the next morning. Time spent waiting on the customer is not counted, nor the time a resolved ticket stood resolved before the customer wrote again, and changing the priority keeps that. A chat you make a ticket counts from the moment it became one. The report's average resolution time leaves the waiting out too.
Who is told when a ticket is late?
The person it is given to, an hour before the first reply or resolution is due and again when it passes. When it passes, the person who gets leads nobody else takes is told too.
What are the default service times?
Urgent 1 hour to reply and 4 to resolve; high 4 hours and 1 working day; normal 8 hours and 3 working days; low 1 working day and 5 working days. Change them to what you promise your customers.
Do resolved tickets stay open?
A resolved ticket closes by itself after 7 days, or the number of days you choose, unless the customer writes again.
Can WhatsApp messages become tickets?
Not yet. Tickets come from the portal, email and your team today.
Still stuck? WhatsApp or call +91 91525 20552 or write to support@easedesk.com. Updated .